How AI Will Transform Customer Support with Boaz Hecht
Using AI and Automation to Create an Amazing Customer Service Experience
Shep Hyken interviews Boaz Hecht, co-founder and CEO of 8Flow.ai. He talks about the role of AI in streamlining processes and how it is changing the customer support landscape.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
- How does AI play a role in streamlining repetitive tasks?
- What types of customer support tickets can be automated with the help of AI?
- How are large companies incorporating AI into their customer support platforms?
- What is the impact of AI automating simpler customer support tasks?
- How can AI help agents focus on high-value tasks in customer service?
Top Takeaways:
- AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency.
- By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to focus on high-value tasks. As technology advances, companies should recognize the potential of integrating AI into their customer service platforms to improve the overall customer experience and optimize operational productivity.
- The successful implementation of AI simplifies operations and empowers agents to handle more complex tasks, ultimately leading to heightened productivity and elevated customer satisfaction.
- AI is driving the customer support industry towards a more efficient and higher-quality standard of service. Companies have the opportunity to upskill their agents, providing them with the tools and training to resolve complex issues effectively, further enhancing the customer experience.
- Employees trained at a higher level appreciate the company they’re working for. They feel they’re growing, and that’s part of the fulfillment of working with the company, hence lower churn of employees, which saves the company.
- Plus, Shep and Boaz answer the question, “Will AI make us dumber?” Tune in!
Quotes:
“AI can help agents by reducing the amount of menial tasks so they can focus on the more complex work that they need to do.”
“You are much better off upskilling agents and getting them to be productive than churning them and having to train new ones.”
“The way a company deals with customer support tickets and the way they deal with their customers becomes a differentiating factor. Companies need to give their agents tools to resolve problems in a higher-value way.”
About:
Boaz Hecht is the co-founder and CEO of 8Flow.ai, a company that uses AI and machine learning to reduce costs by eliminating repetitive processes in customer support workflows.
Shep Hyken is a customer service and experience expert, New York Times bestselling author and award-winning keynote speaker.
Originally published at hyken.com on January 9, 2024
